We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 123872 results
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Decision Reference DRN-5723601
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5723601 The complaint Mr S is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a used car through a conditional sale agreement with Moneybarn. he p... (6 pages)View decision -
Decision Reference DRN-5359845
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5359845 The complaint Mr and Mrs M complain that Lenvi Servicing Limited (Lenvi) caused delays when they applied to remortgage their first charge mortgage. They said the delays have caused them a significant financial strain and they’ve been forced to make several mortgage payments ... (4 pages)View decision -
Decision Reference DRN-5280598
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5280598 The complaint Mr V complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr V received a message from an individual claiming to be from a recruit... (3 pages)View decision -
Decision Reference DRN-5710398
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5710398 The complaint Mr D complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and also increased the credit limit. What happened Mr D applied for a Fluid credit card with NewDay in September 2022. In his application, Mr D said he wa... (4 pages)View decision -
Decision Reference DRN-5723552
30 Jul 2025 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5723552 The complaint Mr M complains that the advice given to him by Fairstone Financial Management Limited to transfer out of his occupational pension scheme wasn’t suitable for his needs. What happened Mr M’s complaint was considered by one of our investigators. He sent his assess... (11 pages)View decision -
Decision Reference DRN-5156337
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156337 Complaint Miss M is unhappy that Monzo Bank Ltd didn’t reimburse her after she reported falling victim to a scam. Background The background to this complaint is already well known to both parties, so I will provide only a summary of the key events. In 2024, Miss M was target... (4 pages)View decision -
Decision Reference DRN-5724140
30 Jul 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5724140 The complaint Miss T complains PayPal UK Ltd won’t refund her for a delivery she didn’t receive. What happened Miss T bought $2,000 worth of items from a seller online and the parcel wasn’t delivered. Miss T raised a buyer protection claim with PayPal and sent it informati... (3 pages)View decision -
Decision Reference DRN-5299911
30 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5299911 The complaint Ms P complains about the quality of a car supplied to her on hire by Santander Consumer (UK) Plc (‘SC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving ... (3 pages)View decision -
Decision Reference DRN-5645236
30 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5645236 The complaint Mr O is unhappy with how BMW Financial Services (GB) Limited (‘BMWFS’) are reporting how he settled his agreement with them. What happened In November 2017, Mr O was supplied with a new car through a hire purchase agreement with BMWFS. He paid an advance payme... (3 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision
